Job Description/Specification:
We are looking for an experienced Head of Operations to lead the daily delivery of Facilities Management services across multiple sites. The role is responsible for ensuring that MEP systems, maintenance activities, and supporting services operate safely, efficiently, and in line with contractual requirements.
The successful candidate will provide operational leadership, manage resources and budgets, oversee service quality, develop teams, coordinate contractors and suppliers, and maintain strong client relationships.
Key Responsibilities
Operational Management & Service Delivery
- Direct daily Facilities Management operations, including planned, preventive, corrective, and emergency maintenance.
- Ensure MEP systems, equipment, and operational services are maintained according to approved standards and schedules.
- Monitor work orders and service requests to ensure contractual response and resolution times are achieved.
- Ensure consistent service delivery across assigned sites.
Strategic Planning & Process Improvement
- Develop operational plans aligned with organizational objectives and client requirements.
- Establish and improve SOPs, workflows, and operational controls.
- Identify opportunities to improve productivity, efficiency, and service quality.
- Support the transition from RFMS to AAFM, including resources, records, responsibilities, and service continuity.
Budget & Resource Management
- Prepare and manage operational budgets, forecasts, and expenditure.
- Identify cost-control and optimization opportunities.
- Plan manpower, equipment, materials, and spare-parts requirements.
- Coordinate procurement requirements to ensure resources are available when required.
Team Leadership
- Lead supervisors, engineers, technicians, and other operational employees.
- Set performance expectations and allocate responsibilities.
- Monitor attendance, productivity, discipline, and quality of work.
- Identify training needs and support employee development.
Contractor & Supplier Management
- Monitor contractors and suppliers against agreed scope, SLAs, quality standards, and timelines.
- Review completed works and address delays, defects, and non-compliance.
- Coordinate with Procurement and Finance regarding quotations, purchase requirements, invoices, and supplier matters.
Client & Stakeholder Management
- Maintain professional relationships with clients and provide regular operational updates.
- Address complaints, service failures, and escalations promptly.
- Implement corrective actions and follow up to prevent recurring issues.
- Coordinate with internal departments and external stakeholders to maintain uninterrupted service delivery.
Quality, Safety & Compliance
- Ensure compliance with contractual, statutory, HSE, environmental, and organizational requirements.
- Conduct site inspections, operational reviews, and quality audits.
- Follow up on identified deficiencies and corrective actions.
- Promote a strong safety culture across all operational activities.
Performance Monitoring & Reporting
- Monitor operational KPIs, expenditure, productivity, quality, work-order completion, and customer satisfaction.
- Prepare operational reports, performance analyses, action plans, and management updates.
- Analyze performance data to identify recurring problems and improvement opportunities.
Key Performance Areas
- Operational expenditure and budget performance.
- Planned and preventive maintenance completion.
- Work-order response and resolution within agreed SLAs.
- Equipment availability and operational uptime.
- Workforce productivity and resource utilization.
- Reduction in rework, defects, and repeated service failures.
- Client satisfaction and complaint-resolution performance.
- Contractual, statutory, safety, and quality compliance.
- Transition, mobilization, and operational-improvement milestones.
Requirements
- Bachelor’s Degree in Mechanical, Electrical, MEP Engineering, or a related technical discipline.
- Minimum 5 years of relevant Facilities Management experience, including supervisory or management responsibility.
- Strong technical knowledge of MEP systems, preventive maintenance, and building services.
- Fluency in Arabic is required, with good professional English communication skills.
- Experience in operational planning, budgeting, manpower allocation, and cost control.
- Good understanding of Facilities Management contracts, SLAs, and KPI monitoring.
- Strong leadership and team-management skills.
- Excellent client management, communication, negotiation, and problem-solving abilities.
- Ability to manage multiple sites, priorities, and emergency situations.
- Strong reporting, analytical, and decision-making skills.
Preferred Qualifications
- Experience with CAFM, CMMS, ERP, or Facilities Management systems.
- Previous GCC or Qatar Facilities Management experience.
- Experience managing multi-site Facilities Management operations.
- Strong background in MEP maintenance and building-services operations.